Join Mark Thomas for an in-depth discussion in this video The Responsible, Accountable, Contribution, Informed (RACI) model, part of Cert Prep: ITIL® 3 Foundation.
- The RACI Model is an authority matrix.…This is invaluable in helping you define…roles within the service delivery.…You can take processes, you can take activities…within the process and help understand who is…Responsible, Accountable, Consulted and Informed…for certain pieces of this process,…as you walk through, or whatever it is…you're applying this RACI Model to.…Some things to understand here is, first, what you…have to do is have a good facilitator.…If you're creating a RACI Model around a process,…somebody needs to be able to facilitate.…
Do it on a whiteboard, understand different…roles in different parts of the activity.…So let me tell you a little bit…about the RACI Model we see here.…This is an example of Incident Management.…We have the general activities of Incident Management:…logging, categorization, initial diagnosis and so on.…And across the top, we have different roles,…and on those roles, what we've done…is taken a look at: 'SD' and 'IM' stands…for 'Service Desk' and 'Incident Management'.…
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Beginner
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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